Job Description

Help Shape the Future of Customer Experience at Vertellus

As our new

Customer Experience Manager

, you'll be right at the centre of everything we do. You'll ensure every customer feels supported, understood, and genuinely valued at every step of their journey with Vertellus. This role is all about building trust, heading off problems before they arise, and making every interaction feel effortless and reassuring.

It's a newly created position, so rather than stepping into a set routine, you'll help shape what exceptional customer experience looks like. From setting new standards to fine-tuning how we work, you'll have real influence. You'll support customers from their very first conversation through to contract renewal.

As Vertellus continues to grow, so do the opportunities. Whether you're looking to deepen your expertise or explore new directions, we'll support you in building a career that plays to your strengths.

You'll work across the business with sales, operations, and dealer teams to make sure the entire customer journey is seamless, consistent, and reflects the care and control we're known for.

What You'll Be Doing

This is a people-first, hands-on role where every day is about connection and trust. You'll build strong relationships, solve problems before they happen, and make our customers feel truly looked after.

Your day-to-day will include:

Owning Customer Relationships

Be the trusted go-to for your customer accounts Respond quickly and clearly, keeping things smooth and simple Build trust with honest, consistent communication

Connecting People and Teams

Collaborate closely with internal teams and our dealer network Be the voice of the customer across the business Keep everyone aligned and informed

Improving the Customer Journey

Monitor the full journey, onboarding to renewal Identify and remove friction points Shape processes that feel effortless and supportive

Solving Problems Before They Start

Proactively manage expectations Step in quickly and confidently when things go off-track Help build a stronger service through feedback and learning

Listening, Learning & Reporting Back

Gather feedback and turn it into insight Lead KPI review meetings with confidence Spot trends and suggest practical improvements

What You'll Bring

You're naturally organised, calm under pressure, and genuinely care about doing right by people. You enjoy building relationships and keeping things running smoothly.

You'll need:

Customer service experience, ideally in a B2B setting Confident communicator - on the phone, in person, and in writing Detail-focused, dependable, and organised Proactive mindset with strong team spirit Full UK driving licence and willingness to travel

Bonus points if you:

Have experience in automotive, fleet, logistics, or leasing Are passionate about sustainable transport and technology

Our Kind of Person

We're looking for someone who:

Puts people first and builds trust naturally Takes ownership and drives things forward Stays grounded, humble, and easy to work with Solves problems and keeps things moving

What's On Offer

45,000 salary Company car or car allowance 25 days' holiday + bank holidays Based in Warwick but a flexible/hybrid approach Training and development tailored to you A supportive, down-to-earth team culture
Job Types: Full-time, Permanent

Pay: Up to 45,000.00 per year

Benefits:

Company car Company pension Flexitime Free parking On-site gym On-site parking Work from home
Schedule:

Monday to Friday
Work Location: Hybrid remote in Warwick CV34 5AP

Application deadline: 08/08/2025